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Keynote SpeakerPeter Cross

Consumer Expert, Retail Consultant, Change Maker, Communicator, Speaker & Host

Peter Cross is a leading authority on serving customers in a changing world. Renowned as a champion and unflinching campaigner for world-class customer service, his belief in the value of service, to business, customers, and our broader society, has fuelled a lifetime’s work, raising service standards across multiple sectors and... Read more

Popular Talks

  • Meet the customer of the future
  • Start with the customer
  • Know your eggs
  • Inside the mind of the modern customer
  • Your team are your first customers

Read our latest post about Peter Cross

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Biography

Peter Cross is a leading authority on serving customers in a changing world. Renowned as a champion and unflinching campaigner for world-class customer service, his belief in the value of service, to business, customers, and our broader society, has fuelled a lifetime’s work, raising service standards across multiple sectors and building a deeper awareness of its transformational commercial power.

After lengthy stints in the luxury and retail sectors, Peter joined forces with Mary Portas to build one of London’s foremost customer marketing and insight agencies. He then spent eight years in charge of customer experience at the John Lewis Partnership, world-renowned for going the extra mile for millions of loyal customers.

Today, Peter is a consultant, international speaker, and one of the world’s foremost authorities on customer behaviour, advising on the art of customer service and employee engagement. He is Vice President at the Institute of Customer Service, an ambassador for the Retail Trust and Pride Wide, and Leader in Residence at the University of Leeds.

Known for his charismatic, inspiring, and straight-talking style, Peter draws on his experience with some of the world’s most iconic brands, ensuring audiences leave with a clear sense of what the future of commerce might have in store, actionable insights, and a passion and determination to stand out and play their part.

In 2025, Peter’s first book, Start with the Customer, was published by Pearson. An instant bestseller, the book was referred to by The Grocer magazine as the “essential text on customer experience.”

"Peter was an exceptional speaker at our internal away day for 100 colleagues. We were looking for an inspirational leader with a ton of experience, who could inspire the team, illustrate the messages with compelling stories and energise everybody for the day. Peter exceeded our expectations and we would love to have him back for a future event." Adrian Last, CMO, ITV Studios
"Peter is charismatic, intelligent and highly entertaining. Business needs more like him." Mary Portas
"I had the pleasure of working with Peter in January of 2021, for Post & Parcel Live. He moderated our session 'Creating the Perfect Consumer Experience' and couldn't have done a better job. Peter took the script and really made it his own, keeping the audience engaged throughout and had the speakers at ease with his warm and cheerful attitude. You can tell Peter would make an insightful and professional speaker also, so I would strongly recommend him for any conference or event. Thank you Peter!" Alyssia Smith, Conference Content Manager
“Peter took part in our inaugural Spring Fair @Home event as we pivoted to provide digital access to our events during the Covid-19 crisis. He was a highly valued speaker who was able to provide interesting, practical insight and advice to our audience. Peter was able to gain and hold the audience’s attention during the session and brought ideas to life through real-life case studies and easy-to-understand language. Our audience loved his delivery. Along with a highly impressive background to draw upon, Peter is capable of speaking to a range of individuals and tailoring his approach to the audience at hand. I would not hesitate to invite Peter again to speak to the Spring and Autumn Fair audiences.” Niamh Stone

Popular Talks by Peter Cross

  • Meet the customer of the future

    Your opportunity to take a look into the near future and act on what you find.

  • Start with the customer

    In a world where everyone claims to be customer centric, what does it truly take to grow a business with customers at the heart.

  • Know your eggs

    How to elevate and differentiate the service you offer by discovering and standardising small but significant signature moments.

  • Inside the mind of the modern customer

    Discover the forces shaping modern customer behaviour.

  • Your team are your first customers

    Customer experience starts at home. How to build a service culture where your people feel complicit in delivering the customer outcomes you want to see.